Innovation isn’t just a buzzword — it’s the strategic engine that propels organizations to reach more advanced levels of experience orchestration. At Genesys, our annual Customer Innovation Awards honor visionary organizations that have turned bold ideas into measurable value for their customers, employees and stakeholders.

We’re pleased to unveil the 2025 Customer Innovation Awards finalists — uncompromising industry pioneers selected from one of our most competitive and innovative field of nominations to date. The exceptional quality of this year’s entries underscores the momentum customer experience (CX) leaders like you are building as you leverage Genesys technology to deliver differentiated, outcome-driven experiences.

Spanning multiple regions and industries — from purpose-driven nonprofits to global enterprises — these finalists showcase how relentless innovation, data-driven orchestration and an unwavering customer-centric mindset can transform interactions, elevate loyalty and unlock sustainable growth.

To every organization that submitted a nomination, thank you. Your commitment to pioneering new possibilities in customer experience and employee experience (EX) inspires our entire Genesys community. We’re proud to partner with you on this journey and can’t wait to celebrate the winners setting the benchmark for experience-led success.

We hope you can join us at Xperience 2025 in Nashville, Tennessee, as we announce our winners and celebrate the success of all nominees.

Here are the 20th annual Customer Innovation Awards finalists:

Experience Orchestration Excellence Award

Celebrating the best blend of CX and EX strategies, processes and outcomes
  • Charles Sturt University
  • Computacenter
  • Emtelco
  • HSBC
  • M&T Bank
  • Thermo Fisher Scientific

AI Innovator of the Year Award

Highlighting the most comprehensive and impactful use of Genesys Cloud™ AI
  • Eir
  • Emtelco
  • Home Office
  • IONOS
  • Newcastle Permanent Building Society

Level Up Award

Honoring companies advancing along the Genesys levels of experience orchestration (includes Partner, Professional Services and Customer Implementations)
Customer/Professional Services Implementation
  • Computacenter
  • DIRECTV LLC
  • Emtelco
  • HSBC
  • IONOS
Partner Implementation
  • Aterian
  • Probe CX – AusNet
  • JAHEZ -the Food Delivery company
  • Serco Middle East
  • Steinberg Diagnostic Medical Imaging

EX Optimizer Award

Recognizing significant enhancements to the employee experience
  • Banco Atlantida
  • Eir
  • ENGIE Australia & New Zealand
  • Palmerston North City Council
  • Steinberg Diagnostic Medical Imaging

Humanitarian Impact Award

Showcasing nonprofits using Genesys Cloud to make a difference
  • Harambee Youth Employment Accelerator
  • Lighthouse Works
  • Stepchange
  • Winston’s Wish
  • World Vision Australia

Sustainability Impact Award

Honoring organizations driving sustainability goals through Genesys Cloud
  • CLEAResult
  • Computacenter
  • Fanatics, LLC
  • Republic Services Procurement, Inc.
  • Sistecrédito

Orchestrator of the Year Award

Spotlighting one supervisor/C-level, one supervisor/team leader, one frontline agent, and one developer who embody innovation and empathy in CX and EX

Supervisor/C-suite
  • AIA Services New Zealand Limited
  • Steinberg Diagnostic Medical Imaging

 

Supervisor/Team leader
  • Ascension Health-IS
  • Banco Bradesco S.A.
  • Banco Pichincha Ecuador
  • City of Clearwater
  • ENGIE Australia & New Zealand

 

Agent
  • ACC New Zealand (two finalists)
  • InspiriTec
  • Kiwibank

 

Developer
  • Best Buy Canada
  • Entel
  • News Corp Australia
  • OVO Energy
  • Riachuelo (Midway)

Congratulations to all entrants on an outstanding year of delivering exceptional CX and EX — and good luck to all this year’s finalists. We’ll see you at Xperience 2025, September 8–10. In the meantime, read about several CX trendsetters and innovators reshaping the landscape of customer and employee experience.